Overview
Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning.
Pearson, the world's leading learning company, has global-reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.
Pearson is an Equal Opportunity and Affirmative Action Employer, and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.
SUMMARY
The Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution.
The Operations Engineer is highly comfortable working with diverse web-based applications, particularly course or learning management systems.
The Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The engineer also works with product management teams to provide advice on critical enhancements for reliability of LTG software and communicates details of product/platform releases to the Operations team.
Responsibilities
DUTIES AND RESPONSIBILITIES
.Troubleshoots technical issues and open support tickets with the software and hardware vendors technical support staff
.Tier1 support for all servers and systems
.Monitors servers, applications and hardware health using vendor specific tools such as IT Assistant, Insight Manager and other software
.Assists in escalation procedures and documentation
.Effectively and clearly communicates technical hardware issues with internal and external clients;
.Administers and maintains FTP, Secure File Transfer Protocol (SFTP),DNS software and services
.Develops daily/weekly/monthly reporting task from monitoring software including servers, hard drive, CPU and memory utilization and configuration changes
.Assists networking group in troubleshooting issues with the production switches, routers and firewalls
.Troubleshoots web server site access and configuration issues
.Maintains Backup Library tape rotation
.Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems
.Acquiring a deep understanding of LTG platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others
.Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact. This position requires participation in On-Call rotation
.Working with various teams to prepare for supporting new and/or highly integrated products and platforms
.Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms
.Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools
.Working with external vendors to support systems as required
.Participating in disaster recovery / business continuity planning
.Other duties assigned
Qualifications
EDUCATION and/or EXPERIENCE
High school diploma or equivalent required, Bachelor's degree in Computer Science, IT, MIS, or Electrical Engineering preferred. Three (3) plus years experience working in an internet environment with junior level coding experience; or equivalent education and experience to successfully perform the essential duties of the job.
KNOWLEDGE, SKILLS AND ABILITIES
.Intermediate to Advanced experience/knowledge required in the following technologies
IIS 6.0; 7.0, MSMQ, MS Active Directory, VB Script, Windows 2003; 2008, SQL Server 2005; 2008, SQL, ASP, VB, C#, Java, XML, MSDTC, RedHat, LAMP
.Familiarity with the following technologies a plus
.Rally, TripWire, ActiveXperts Network monitor, AVIcode, RightScale, Nagios
.General knowledge of emerging Internet-based technologies
.Client server network infrastructure experience
.Strong PC skills including thorough knowledge of Microsoft Office Suite
.Ability to be flexible and adapt to any given situation
.Ability to perform multiple tasks concurrently
.Excellent customer service, communication (written and verbal), and interpersonal skills
.Excellent organizational and time management skills
.Excellent analytical and problem-solving skills
.Ability to make timely and sound decisions
.Ability to work efficiently in a fast paced environment
.Ability to work on a team and independently
.Self-motivated
.Detail oriented
.Experience with SQL query and understanding of relational database concepts
BENEFICIAL SKILLS:
Experience with JMS, Apache, Tomcat
Basic experience desired in SAN/NAS
Remote administration experience (ssh, vnc)
Working knowledge of Linux and Solaris operating systems
Oracle experience
Experience with programming in Java/J2EE, XML,.NET, or PHP
CERTIFICATES, LICENSES, REGISTRATIONS
Microsoft Certified Systems Engineer (MCSE) preferred
Microsoft Certified Systems Developer (MCSD) a plus
Microsoft Certified Database Administrator (MCDBA) Certification a plus
A+ Hardware Certification a plus
